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Job Title:  Customer Experience Manager

Organisation: Future Options Consulting Ltd

Duty Station:  Kampala, Uganda

About the Company:

Future Options Consulting Ltd is a HR & Management consultancy firm that was started in 2006 and offers these services: recruitment, headhunting, payroll management & outsourcing, workload audit services.

Our esteemed client, an international FinTech company offering affordable financing solutions for used cars, Boda Bodas, smartphones, cargo transporters, and Tuk Tuks to the people of Uganda

Job Summary:   We are seeking a proactive and detail-oriented Customer Experience Manager to lead seamless customer experiences by managing internal compliance processes. This unique role combines customer experience leadership with the responsibility of streamlining internal processes that directly impact the customer journey. The ideal candidate will ensure operational excellence through compliance and process improvements that align with our customer value promise.

Key Duties and Responsibilities:

• Customer Success: Ensuring that our customers achieve their goals through onboarding, educating, adoption, value delivery, customer advocacy, proactive management, customer support, retention, churn management, cross-selling and upselling. Focus on anticipating client needs and proactively solving them to reduce the support needed throughout the customer journey.
• Customer service: Supporting customers in the use of our services by addressing customer pain points, responding to questions, resolving queries and escalations, with minimal or no friction so that the customer’s letter of engagement matches their experience.
• Customer experience: Designing an intentional end to end customer experience to enable all key customer touch points across the customer facing teams to have the best interactions there can be.

Customer Experience Leadership:

• Develop and implement strategies to enhance the overall customer experience across all customer touchpoints.
• Monitor and analyze customer feedback, ensuring that pain points are addressed, and customer expectations are exceeded.
• Define, track, and optimize metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Audit of internal processes to ensure Compliance:
• Conduct audits of processes, systems, and workflows to ensure alignment with standards and customer experience objectives.
• Develop and enforce policies and procedures that meet regulatory requirements and industry best practices.
• Monitor and ensure adherence to legal, ethical, and operational compliance across all customer-facing processes.
• Collaborate with cross-functional teams to address audit findings and implement corrective actions.

Process Optimization:

• Evaluate and refine operational processes that impact the customer journey to improve efficiency and satisfaction.
• Identify gaps or bottlenecks in processes and implement solutions to ensure seamless customer interactions.
• Design and implement workflows that align with customer needs, company goals, and compliance standards.

Customer Feedback and Insights:

• Establish mechanisms to collect, analyze, and act on customer feedback to continuously improve service quality.
• Collaborate with the data analytics team to uncover insights from customer data and drive informed decision-making.
• Advocate for the customer within the Company, ensuring that decisions prioritize customer satisfaction and loyalty.

Training and Communication:

• Work with the training team to train employees on compliance, customer experience best practices, and the importance of aligning with customer-focused processes.
• Communicate audit findings, compliance updates, and customer experience goals effectively to stakeholders at all levels.
• Work with sections to ensure closure of identified knowledge and process gaps. Always check to ensure that completed training improves service quality and delivery.

Reporting and Performance Analysis:

• Prepare and present reports on audit findings, process improvements, and customer experience metrics to senior management.
• Use data to identify trends, risks, and opportunities for improvement.
• Track progress against compliance goals and customer experience benchmarks.

Qualifications, Skills and Experience:

• Bachelor’s degree in business administration, Compliance, Customer Experience, or a related field.

Details of experience

• 5+ years of experience in customer experience management, internal audit, or compliance, preferably in a customer-centric industry
• Proven ability to improve NPS, CSAT, or similar customer satisfaction metrics.
• Experience with CRM tools, audit software, and process mapping tools.

Knowledge, skills and competences

• Excellent analytical and problem-solving skills, with a focus on process improvement.
• Strong leadership and interpersonal skills, with the ability to work collaboratively across teams.
• Exceptional communication skills, both written and verbal.
• Highly organized and detail-oriented, with the ability to manage multiple priorities.
• Customer-centric mindset with a strong commitment to ethical practices and compliance.

How to Apply:

All interested and qualified persons are strongly encouraged to apply by email: vacancy@futureoptions.org clearly indicating the Position Title in the email subject line.

Deadline: 21st February 2025 at 11:59 pm (EAT).

NB: Please note that only successful candidates will be contacted.

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